Listing closed due to a customer’s complaint about the expiration date being exceeded

Account Health Product Condition
1

Hello,
Listing closed due to a customer’s complaint about the expiration date being exceeded, but it is not true.
The expiration date is clear on the product and expires on 05.2025.

We tried to prove that it is not true by sending a picture to Amazon, but they did not take it into account.
I received the following message.

Can you help me draw up a call plan? Because I don’t know where to start considering that the product is not expired.

Thank you

We received your submission but do not have enough information to reactivate your listing at this time.

You need to send us an updated appeal that provides:

– Greater detail on the root causes of the expired complaint listed below.
– Greater detail on the steps you have taken to prevent expired complaint going forward.

To help provide a better understanding of why customers may have complained about the expiration date of your products, we have included summaries of the customer complaints about your items below:

Customers complained that your item arrived past the item’s expiration date.

Customers complained that your item arrived without sufficient time to use the product prior to its expiration date.

Customers complained that the printed expiration date on your item was removed, covered, or otherwise tampered with.

Customers complained that your item did not have a printed or labeled expiration date on the packaging.

When submitting your appeal:
– Review your communications from buyers to better understand the reason for the customer complaints, and provide an explanation for the issues that led to complaints about your items.
– Be clear, concise, and as specific as possible. Focus on the facts and events that led to the issue rather than providing an introduction of your product, business, or customer. Remove other questions or references to ongoing support cases from your submission.
– Do not limit your appeal to issues with specific orders. Instead, focus on the general practices you will adopt to prevent this type of issue in the future, considering the following questions:
– Sourcing: Are you sourcing the product from a trusted supplier that sells items in new condition?
– Listing: Is the product accurately described on Amazon? Have you ensured that the product detail page has all the relevant customer information?
– Labeling: Are you following Amazon policy regarding labeling requirements? For example, are you specifying date type such as, manufacturing, production, or expiry, and presenting the information in a clear way?
– Packaging: Is the product in its original packaging as listed on Amazon?
– Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately? Are you ensuring product has sufficient shelf life before shipping?

How do I submit the required information?
To send us the required information, visit your “Account Health” in Seller Central and select the appeal link next to the impacted ASIN:

1 Like
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I am sorry to hear that your listing was blocked. Don’t worry, receiving a Policy Warning like this doesn’t necessarily mean that your buyer actually received his order expired or that you sold expired products.

It simply means that Amazon’s bots found something which triggered the complaint after scanning through your Product Reviews, Seller Feedbacks, buyer-seller messaging communication, return or A-Z claim comments.

You don’t need to admit your guilt. All they want is to explain them, what you believe caused the complaint - check your customer feedback, product reviews, returns comments…

Then they want to hear, how did you handle the issue, for example accepted any returns and carefully checked your entire inventory. Here you can tell them that selling expired items is impossible, because they are good until 2025.

And the last thing is telling them, what will you do to prevent similar complaints in the future. For example describing all your items accurately, continuing to source supplies from reputable distributors…

This is all about handling the complaint and preventing them, not about you selling expired items.

Also, make sure to come up with a solution, for example including a printed paper note with each item explaining how do the expiration dates displayed on bottles work.

1 Like
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hello,

Thank you for reply.
We have received a call from Amazon to help us to make a strong plan of action.
Some point that they say was that the complaint was due the fact that the items liked during the transport.
Item is a bottle with a liquid inside so probably because of transport was liked.

Second point after review Amazon expiry policy we see that our date is in this format mm.yyyy and supported format is mm-yyyy.

Also we changed the label of product and printed now with new printer that paint resist to chemicals and water.

Based on this can make a good plan of action . Can help us?

Thank you

4

now i see that we have te option to :

Address your listing violation:

  • Continue with my prior submission.
  • I understand the policy and acknowledge the violation.

What is best to choose ?

5

if choose first option we have this explication. to make:

If you think your listing has been deactivated in error, please provide an explanation.
Your explanation should include the following:

  • An explanation of why the deactivation should be reversed.
  • Supporting evidence for the explanation above, including but not limited to invoices, receipts, orders, or emails.
6

Greater detail on the root causes of the expired complaint listed below.

  • After check customer feedback, product reviews, returns comments we see that the root cause of the complaints was that items leaked during transport.

  • After completing the training module to help understand the expired policy, we observe that our expiration date format is mm.yyyy and supported format is mm-yyyy.

  • Will accepted any returns and refunds and carefully checked entire inventory.

Greater detail on the steps you have taken to prevent expired complaint going forward.

  • Continuing to source supplies from reputable distributors and agree with them to add suplementary protection to stop bottle leaking by adding a Press Seal Cap Liners.
  • We reviewed the sales policy that refers to Packaging products containing liquids and understand it.
  • Change format date on the label in mm-yyyy.
  • Printing labels with the high-performance ink-jet printer ensures accurate printing, resistant to stains, water, light and certain solvents.
7

Well, you can choose to proceed with this option as well.

Here you could upload the images demonstrating that the product was not expired. As long as you have invoices, everything should be fine.

Also, all invoices should include the following:

-Supplier information (name, phone number, address, website)

– Buyer information (name, phone number, address, website)

– Item descriptions

– Item quantities

– Invoice date (must be issued in the last 365 days)

8

Hello,

ASIN was activated.

Thank you for your help.

2 Likes
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That’s great to hear, feel free to post here whenever you have any Amazon-related question or need any help :sparkling_heart: